Claims leaders have been grappling with shifts in customer expectations, opportunities and challenges offered by digital technologies, and changes in how we understand and define risk. In this Insurance Chart of the Week, we’ll look at results from the Accenture Claims Customer Survey—and specifically, the key contributors to customer satisfaction with the claims experience.

What do insurance customers want in their claims experience?

Key contributors to customer satisfaction with the claims experience
Click the image above for a large version of the Insurance Chart of the Week (opens in a new window).

When insurers are grappling with so many changes, it’s easy to lose sight of what insurance customers want in a claims experience: fast, transparent claims resolution. Insurers that deliver on these customer expectations can achieve competitive differentiation.

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